Job Description

This is a leadership and technical role where you will function as the site lead for Global End User Services in information technology (IT), providing IT end-user support and infrastructure management. We are seeking for a professional responsible for the serving as technical focal and integrator leading a variety of infrastructure technical assignments. ·

• Responsible for designing, delivering, managing and improving all discrete activities, processes and vendors' services that support the delivery of IT services to business, while aligning with the organization's quality and compliance requirements to ensure the infrastructure systems remain Audit Ready (EHS, Financial & GxP). ·

• Responsible for service delivery, technical leadership, project management and execution to achieve customer satisfaction, operational and financial success.

• Accountable for problem diagnosis and solutions documentation, implementation, administration, support, and maintenance of a variety of hardware, software, and network products applying globally defined processes around Configuration Management, Change Management, and Incident/Problem Management.

• Accountable for implementation and execution of the activities in line with company technical and quality standards and procedures with focus on continuous improvement of customer satisfaction.

• Accountable for IT asset management at the site.

• Responsible for the departmental budget at the site.

• Support the Print and output management platform across JCAP manufacturing sites in alignent with the Specialty Print product. Support major specialty print disruptions resolutions in JCAP. Advocate for standardization to improve stability and user experience.

​Successful candidate:

• Provides expertise in the end user computing and infrastructure operations and is able to analyze, evaluate and diagnose complex specialty technical problems in a minimum period of time.

• Acts as a technical consultant between other IT team, management, users, and vendors regarding service requests, utilization, standards, security, and other specialty technical matters.

• Implements new technologies and procedures, delivers integration and configuration work and responds to complex problems.

• Understands and follows and delivers services in line with the Strategy, and Product model.

• Ensures resources are in place and manages the activities of staff, ensuring that they have the required information, equipment and tools necessary (i.e. schedules, procedure documentation, parts etc.) to complete projects.

• Manages suppliers to meet key performance indicators and agreed targets.

• Manages the operational relationships between suppliers and ensures potential disputes or conflicts are raised and resolved.

• Represents the Global End User Services organization at the sites.

• Effectively coaches, counsels and builds teams.

• Ability to summarize issues and prepare presentations to senior IT leadership.

Requirements:

• University degree in Computer Science, Information Systems, Engineering, or equivalent fields is desired.

• 8+ working experience in supporting IT infrastructure services or IT operation, including 5+ years hands-on experience in supporting and trouble-shooting production and supply chain systems.

• Good understanding of end user computing systems including MS Windows, MacOS, MS Office suite as well as core computing infrastructure such as Network hardware (layer 2/ Layer 3/ routers), network protocols, cabling solutions, network design principles, voice systems, server hardware, backup systems, and wireless infrastructure.

• Understanding of project management principles.

• Proficiency in ITIL or similar IT service management framework.

• Experience operating in matrix environment Supporting and/or implementing IT technology within GxP Manufacturing/Lab Environments Managing people

• Able to work on site at Tuas

Required Skills:

Accountability, Accountability, Change Catalyst, Change Management, Cloud Computing, Communication, Customer-Focused, Customer Satisfaction, Demand Management, Department Budgeting, End User Computing, Group Policy Management, Information Technology (IT) Services, Information Technology (IT) Support, ITIL Service Delivery, IT Infrastructure Management, IT Performance Management, Leadership, Management Process, Network Administration, Object-Oriented Programming (OOP) Concepts, Professional Etiquette, Project Management, Server Hardware Configuration, Service Delivery {+ 4 more}

Preferred Skills:

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Search Firm Representatives Please Read Carefully
Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.

Employee Status:

Regular

Relocation:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:

Hybrid

Shift:

Valid Driving License:

Hazardous Material(s):

Job Posting End Date:

04/30/2026

*A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.